サービスレベルタブ
サービスレベルは、サービスに関連するコール/チャットのうち、指定された閾値内に応答が予想されるコール/チャットの割合を意味します。
時間閾値内に応答された対話の割合は、リアルタイムで監視され、目標値以下になった場合、スーパーバイザが アラート されます。
The Service Level tab is displayed for inbound voice, blended voice, and chat services only. For email services, the service level is defined differently. Email service level is configured in the Email tab.
Properties
The Service Level tab has the following parameters to be set: answered calls and within threshold.
Answered calls
Answered calls is the percentage of calls or chats expected to be answered within the specified threshold relative to all calls/chats that are answered at any time or abandoned after this threshold. (Calls/chats abandoned within the threshold time are considered short-abandoned.)
Within threshold
Within threshold is the threshold time (in seconds).